JOB PURPOSE:

The Medicine Counter Assistant will assist customers in purchasing over-the-counter (OTC) medications, provide basic health advice, and support the pharmacy team with daily operations. The ideal candidate will have strong communication skills, attention to detail, and a customer-focused approach to ensure a positive and efficient experience for customers.

KEY RESPONSIBILITIES
Technical/Operations duties Assist customers with purchasing OTC medications by offering guidance on product selection.
Provide basic health advice in response to customer queries within the scope of OTC medication.
Ensure that all medications and health products are stored correctly and are easily accessible.
Accurately process customer orders and payments at the counter.
Maintain stock levels, assist in inventory management, and report any shortages or discrepancies.
Provide excellent customer service by answering questions and addressing concerns in a professional and friendly manner.
Support the pharmacy team with daily tasks, including restocking shelves, cleaning, and organizing products.
Assist in maintaining the cleanliness and orderliness of the pharmacy area.
Keep up-to-date with the latest OTC medication and health product information to provide relevant advice.
Adhere to all relevant health and safety regulations, including medication handling protocols.
General duties Any other duties assigned

KEY PERFORMANCE MEASURES

Customer Satisfaction:
Metric: Customer feedback, surveys, and complaints.
Target: Achieve a customer satisfaction rating of 90% or higher.
Purpose: Measures the effectiveness in providing helpful, friendly, and professional service to customers.
Accuracy of Transactions:
Metric: Number of errors in medication orders or payments.
Target: Less than 1% error rate in processing transactions.
Purpose: Ensures that all customer purchases and inventory actions are handled accurately.
Inventory Management:
Metric: Inventory discrepancies, stock outs, and product availability.
Target: Less than 2% inventory discrepancies or stock-outs.
Purpose: Measures effectiveness in maintaining appropriate stock levels and organization.
Sales Targets (if applicable):
Metric: OTC product sales volume or revenue.
Target: Meet or exceed monthly sales targets for OTC medications and related products.
Purpose: Evaluates the ability to promote products and drive sales.
Product Knowledge and Training:
Metric: Completion of training modules, customer inquiries resolved with accurate information.
Target: Achieve a 100% completion rate for mandatory product and health advice training.
Purpose: Measures the ability to effectively assist customers with relevant and up-to-date product information.
Team Collaboration:
Metric: Team feedback or peer reviews.
Target: Maintain a positive team feedback score of 85% or higher.
Purpose: Assesses how well the Medicine Counter Assistant works with the pharmacy team to ensure smooth operations.
Health and Safety Compliance:
Metric: Number of health and safety violations or incidents.
Target: Zero violations of health and safety regulations.
Purpose: Ensures compliance with health and safety standards, particularly in handling and storing medications.
Cleanliness and Organization:
Metric: Regular cleanliness and organization checks.
Target: Achieve a cleanliness rating of 95% or higher during inspections.
Purpose: Ensures the pharmacy area remains neat, organized, and safe for both customers and staff.
Response Time to Customer Inquiries:
Metric: Time taken to respond to customer questions or requests.
Target: Respond to customer inquiries within 2-3 minutes during busy periods.
Purpose: Measures the ability to promptly assist customers in a timely manner.
KEY RELATIONSHIPS
Internal Pharmacy Manager
Pharmacists
Pharmacy Technicians
Sales and Inventory Team
Customer Service Team
Store Management
Cleaning and Maintenance Staff
KEY RELATIONSHIPS
External Customers/Patients
Suppliers and Distributors of Pharmaceutical Products
Regulatory Authorities (e.g., Health and Safety Agencies)
Healthcare Professionals (e.g., Doctors, Nurses)
Local Community Groups (for health-related events or promotions)
Insurance Providers (in cases of reimbursement for prescribed medications)
COMPETENCIES Customer Service: Strong ability to assist and engage with customers in a friendly and professional manner.
Product Knowledge: Familiarity with OTC medications and basic healthcare products, with a willingness to learn more.
Attention to Detail: Ability to accurately process transactions and manage inventory with a high level of attention to detail.
Communication: Clear and effective communication skills to provide advice and information to customers.
Teamwork: Ability to work effectively with the pharmacy team to ensure smooth daily operations.
Problem-Solving: Capability to handle customer queries and provide solutions within the scope of the role.
Organization: Strong organizational skills to maintain an orderly and efficient working environment.
Qualification High school diploma or equivalent; a certification in pharmacy assistance or related field is an advantage.
Previous experience in a customer service or retail environment, preferably in a pharmacy setting.
Basic knowledge of over-the-counter medications and common health issues.
Ability to work efficiently under pressure and handle a busy work environment.
Specific Working Experience : Minimum 3 years working experience
Personality Attributes Business / commercial minded orientation
Commitment
Honesty
Integrity
Proactive